This article covers common reasons why a Concert Hub protection case submission fails in SmartrConnect and the steps to resolve each one.
Overview
When submitting a protection case to Concert Hub via SmartrConnect, the system validates all required fields before sending data. Missing or invalid information will cause a submission failure with an error message.
Common Errors and How to Fix Them
"Could not send M&P data to ConcertHub": Check that Benefit Amount and Premium Amount are completed for all protection policies on the case, then retry the submission.
"KYC data submission failed": Review all applicant and property data. Common missing fields include Address Line 1 (must not be blank for any property), full name, date of birth, and National Insurance number.
Wrong adviser name on Concert Hub: If the case shows the wrong adviser (e.g. after a case transfer), contact Smartr365 Support to correct the adviser assignment before resubmitting.
Unsupported benefit types: The following protection types are not supported for Concert Hub submission: ASU (Accident, Sickness & Unemployment), Business Protection, and PMI (Private Medical Insurance). Remove these benefit types from the case and resubmit the remaining supported policies.
Pre-Submission Checklist
Open the protection case in Smartr365.
Confirm all protection policies have Benefit Amount and Premium Amount entered.
Review all applicant details: full name, date of birth, address (Address Line 1 required), National Insurance number, and contact details.
Check that the correct adviser is assigned to the case.
Remove any unsupported protection benefit types (ASU, Business Protection, PMI).
Retry the Concert Hub submission.
If the Error Persists
Contact Smartr365 Support with the case ID, the full error message, and screenshots of the protection policy details.